ITIL® Intermediate RCV Certification Training

Course preview

ITIL® Intermediate RCV

Learning Unit 00 - Introductory Lesson 41:44

0.1 Introductory Lesson 01:14

0.2 Agenda 01:07

0.3 Objective 00:27

0.4 ITIL® 2011 Introduction 00:58

0.5 ITIL® 2011 Intermediate 00:49

0.6 ITIL - Qualification Criteria 01:53

0.7 Definition of Service Lifecycle 00:49

0.8 Definition of Service Capability 00:46

0.9 Difference between Lifecycle and Capability Modules 00:37

0.10 Managing Across the Lifecycle 00:46

0.11 Accreditation Institute 00:43

0.12 RCV Course Description 00:56

0.13 Course Objective 00:57

0.14 Target Candidate 00:37

0.15 Target Candidate contd.. 01:13

0.16 Exam Pre-requisites 01:27

0.17 ITIL® 2011 RCV Exam Format 01:10

0.18 Exam Tips 00:15

0.19 Course Outline 08:06

0.20 Quiz 00:55

0.21 Foundation Basics 00:16

0.22 ITIL History 01:49

0.23 ITIL Service Management Lifecycle 03:20

0.24 ITIL Processes across lifecycle 00:33

0.25 Foundation Basics-4P's 01:55

0.26 Business and IT Alignment How and what? 01:10

0.27 What is Service? 00:41

0.28 Service Management 02:03

0.29 Service and value 01:25

0.30 What is a Process? 01:02

0.31 Governance and ITSM 01:12

0.32 Thank You 00:33

Learning Unit 01 - Introduction to Release 26:03

1.1 Learning Unit 1 00:35

1.2 Service Transition 01:00

1.3 Purpose and Objectives of Service Transition 01:11

1.4 Key Terms in Service Transition 01:16

1.5 Key Terms in Service Transition 01:17

1.6 Service Transition - Scope in Relation to RCV processes ( 1 of 2) 00:58

1.7 Service Transition - Scope in Relation to RCV processes ( 2 of 2) 00:59

1.8 Service Transition Processes and Activities 02:48

1.9 Service Transition - Value to Business ( 1of 2) 01:05

1.10 Service Transition - Value to Business ( 2 of 2) 00:48

1.11 Inter Lifecycle Stages Process interaction 00:45

1.12 Developing an effective Service Transition Strategy 00:21

1.13 Service Transition Lifecycle Stages 01:19

1.14 Key initiatives for an effective preparation for Service Transition 01:13

1.15 Planning and Coordinating Service Transition: Best Practices 01:19

1.16 Planning and Coordinating Service Transition: Best Practices 01:21

1.17 Planning and Coordinating Service Transition: Best Practices 00:59

1.18 Planning and Coordinating Service Transition: Best Practices 01:02

1.19 Providing Transition Process Support to Stakeholders 01:03

1.20 Providing Transition Process Support to Stakeholders 00:50

1.21 Providing Transition Process Support to Stakeholders 01:05

1.22 Providing Transition Process Support to Stakeholders 01:17

1.23 Learning Unit Summary 01:32

1.24 Practical Exercise: Activity

1.25 Quiz

Learning Unit 02 - Change Management 1:19:25

2.1 Learning Unit 2 01:06

2.2 Purpose and Objectives of Change Management 00:47

2.3 Scope of Change Management Process 00:52

2.4 Scope of Change Management: Strategic, Tactical, and Operational 01:56

2.5 Business Value of Change Management 02:52

2.6 Business Value of Change Management: Examples from Real Life 00:50

2.7 Exercise: Assess the Impact of a Change 00:17

2.8 Change Management Policies 02:23

2.9 Change Management: Design and Planning Considerations 01:17

2.10 Concept Refresh 00:21

2.11 Concept Refresh 00:17

2.12 What is Change Request? 00:47

2.13 Types of Change Request 00:46

2.14 Types of Changes,RFC's& Changes Records : Lets Set The Record Straight! 01:33

2.15 Types of request by Service Lifecycle stage 00:43

2.16 Change Models 01:09

2.17 Change Proposals 00:56

2.18 Standard Changes 02:03

2.19 Standard Changes contd.. 00:55

2.20 Remediation Planning 01:48

2.21 Change Management Process Activities 00:51

2.22 Typical activities in Managing individual changes 00:33

2.23 Example Process flow for a Normal Change Request 00:44

2.24 Example Process flow for a Standard Operational Change Request 01:09

2.25 Major Change Management Activities 00:21

2.26 Change Management Activities Methods and Techniques ( 1 of 6) 01:19

2.27 Change Management Activities Methods and Techniques (2 of 6) 03:11

2.28 7 RÂ’s of Change Management 01:00

2.29 Practical Exercise 00:07

2.30 Example of Change Authorization Model 01:19

2.31 Change Management Activities Methods and Techniques (3 of 6) 02:05

2.32 Change Management Activities Methods and Techniques (4 of 6) 04:12

2.33 Change Management Activities Methods and Techniques (5 of 6) 03:38

2.34 Change Management Activities Methods and Techniques (6 of 6) 03:37

2.35 Change Management Process Triggers 03:00

2.36 Change Management Process Inputs and Outputs 02:04

2.37 Change Management Process Interfaces 04:26

2.38 Change Management Interfaces within Service Management 02:55

2.39 Change Management Interfaces with SACM 00:17

2.40 Change Information Management 01:17

2.41 Change Management CSF's And KPI's ( 1 of 3) 01:54

2.42 Change Management CSF's And KPI's ( 2 of 3) 00:50

2.43 Change Management CSF's And KPI's ( 3 of 3) 00:48

2.44 Change Management Challenges 01:07

2.45 Change Management Risks 01:05

2.46 Change Management Risks ( 2 of 2) 00:47

2.47 Change Management Operational Activities 00:41

2.48 Change Triggers in Service Operations 01:34

2.49 Managing Change In Service Operations 01:46

2.50 Managing organization and stakeholder change 02:09

2.51 Understanding the Organization Culture 01:29

2.52 Understanding the Organization Culture 00:45

2.53 Understanding the Organization Culture 00:50

2.54 Understanding the Organization Culture 00:13

2.55 Learning Unit Summary 01:44

2.56 Quiz

Learning Unit 03 - Service Asset and Configuration Management 48:27

3.1 Learning Unit 3 01:15

3.2 Purpose of Service Asset and Configuration Management(SACM) 01:18

3.3 SACM - Key Terms 01:03

3.4 Objectives of Service Assets & Configuration Management 00:26

3.5 Scope of SACM Process 01:38

3.6 Business value of SACM 01:13

3.7 Service Assets and Configuration Management Principles (1 of 2) 01:16

3.8 Service Assets and Configuration Management Principles (2 of 2) 01:01

3.9 Basic Concepts in SACM 01:07

3.10 Basic Concepts in SACM 01:32

3.11 A Logical Configuration Model 01:22

3.12 Configuration Management System (CMS) 01:45

3.13 The Architectural layers of the CMS. 02:30

3.14 Major Components of Configuration Management System 06:33

3.15 Activities of Asset Management 01:35

3.16 Software Asset Management 00:49

3.17 The relationship between the DML and a CMDB in the CMS. 00:22

3.18 Asset and Configuration Management Activities 00:31

3.19 Asset and Configuration Management Activities 06:02

3.20 Practical Exercise 00:18

3.21 Information Management considerations for SACM 02:10

3.22 SACM Process Triggers, Inputs and Outputs 01:21

3.23 SACM Service Management Interfaces 01:36

3.24 SACM CSF's And KPI's ( 1 of 3) 02:15

3.25 SACM CSF's And KPI's ( 2 of 3) 01:10

3.26 SACM CSF's And KPI's (3 of 3) 00:57

3.27 The challenges and risks of SACM 02:10

3.28 Typical SACM activities performed on a daily basis by SO 01:44

3.29 Learning Unit Summary 00:50

3.30 SACM Quiz Scenario 00:16

3.31 SACM Quiz Question 00:11

3.32 SACM Quiz Explanations 00:11

3.33 Quiz

Learning Unit 04 - Service Validation and Testing 40:15

4.1 Learning Unit 4 01:05

4.2 Purpose of Service Validation and Testing Process (SVT) 01:52

4.3 Scope of the Service Validation and Testing Process 02:13

4.4 Value to Business of Service Validation and Testing Process 00:57

4.5 Service Validation and Testing Policies 03:10

4.6 Test Models

4.7 Various Validation and Testing Perspectives and Their Purpose 01:38

4.8 The stakeholder groups' requirements to be addressed 01:37

4.9 Test levels and Test models 01:04

4.10 Test levels and Test models : Service V Model 01:43

4.11 Service Validation and Testing Process : Key Activities 00:30

4.12 Service Validation and Testing Process : Key Activities 02:01

4.13 Service Validation and Testing Process : Key Activities 01:04

4.14 Service Validation and Testing Process : Key Activities 00:32

4.15 Service Validation and Testing Process : Key Activities 00:27

4.16 Service Validation and Testing Process : Key Activities 01:15

4.17 Service Validation and Testing Process : Key Activities 00:58

4.18 Service Validation and Testing Process : Key Activities 00:35

4.19 Service Validation and Testing Process Triggers, Inputs and Outputs 04:23

4.20 Service Validation and Testing Interfaces to Other Lifecycle Stages 01:28

4.21 Service Validation and Testing Information Management 03:29

4.22 Practices of maintaining Test Data and Test Environments 01:22

4.23 Critical Success (CSF's) And Key Performance Indicators (KPI's) 02:32

4.24 Critical Success (CSF's) And Key Performance Indicators (KPI's) 00:41

4.25 Critical Success (CSF's) And Key Performance Indicators (KPI's) 00:43

4.26 Challenges and Risks 01:28

4.27 Learning Unit Summary 01:28

4.28 Quiz

Learning Unit 05 - Release and Deployment Management 1:31:58

5.1 Learning Unit 5 01:11

5.2 Purpose of Release and Deployment Management (RDM) 02:42

5.3 Objectives and Scope of Release and Deployment Management 01:27

5.4 Value to Business of Release and Deployment Process 01:10

5.5 Release and Deployment Policies 01:06

5.6 Release Unit and Identification 02:06

5.7 Simplified example of Release Units for an IT service 00:29

5.8 Designing Release and Release Packages 01:16

5.9 Architecture elements to be built and tested 02:19

5.10 Example of a release package 01:15

5.11 Coordinating the deployment of service components 01:44

5.12 Release design options and considerations : Big Bang vs. Phased 01:03

5.13 Option for 'Big Bang'and phased deployment 02:08

5.14 Phased deployment across geographical locations 00:54

5.15 Release design option and consideration : push and pull 00:58

5.16 Release design options and considerations : Manual vs. Automation 00:58

5.17 Release and deployment models 01:52

5.18 Considerations in Release and deployment models 01:33

5.19 Phases of Release and Deployment management 01:45

5.20 Phases of Release and Deployment management 00:45

5.21 Release and Deployment plans 01:55

5.22 Pass or Fail criteria 01:59

5.23 Build and Test Planning 01:47

5.24 Types of Environments Prior to Productions 03:10

5.25 Deployment Planning 00:20

5.26 Deployment Planning 00:14

5.27 Planning of Pilots 05:47

5.28 Financial or Commercial planning 01:13

5.29 Release Build and Test : Key steps and techniques 06:51

5.30 Planning and Preparing for Deployment 01:19

5.31 Example of a set of deployment activities 00:49

5.32 Deployment : Assess readiness of target group 01:14

5.33 Deployment : Develop plans 01:28

5.34 Deployment : Perform Transfer, Deployment and Retirement 00:28

5.35 Perform Transfer, Deployment and Retirement 00:52

5.36 Perform Transfer, Deployment and Retirement 01:05

5.37 Perform Transfer, Deployment and Retirement 00:50

5.38 Perform Transfer, Deployment and Retirement 00:41

5.39 Perform Transfer, Deployment and Retirement 01:17

5.40 Perform Transfer, Deployment and Retirement 01:05

5.41 Perform Transfer, Deployment and Retirement 01:35

5.42 Perform Transfer, Deployment and Retirement 00:56

5.43 Perform Transfer, Deployment and Retirement 00:30

5.44 Verify Deployment 01:51

5.45 Early Life Support 02:37

5.46 Example of early life support activities 00:52

5.47 Illustration of the benefits of targeted early life support 02:55

5.48 Review and Close a Deployment Activities to Include 02:15

5.49 Release and Deployment Management :Process Triggers 00:24

5.50 Release and Deployment Management :Process Inputs and Outputs 03:03

5.51 Release and Deployment Management :Interfaces 02:05

5.52 Release and Deployment Management :Information Management 02:19

5.53 Release and Deployment CSF's And KPI's ( 1 of 3) 01:27

5.54 Release and Deployment CSF's And KPI's ( 2 of 3) 00:50

5.55 Release and Deployment CSF's And KPI's ( 3 of 3) 00:41

5.56 Risks and Challenges 02:06

5.57 Typical RDM activities performed on a daily basis by Service Operation 01:03

5.58 Learning Unit Summary 01:24

5.59 Quiz

Learning Unit 06 - Request Fulfillment 26:10

6.1 Learning Unit 6 01:06

6.2 Purpose and Objectives of Request Fulfillment 01:03

6.3 Scope of Request Fulfillment 01:16

6.4 Request Fulfillment- Value to Business 00:51

6.5 Request Fulfillment- Policies ( 1 of 3) 01:30

6.6 Request Fulfillment- Policies ( 2 of 3) 00:48

6.7 Request Fulfillment- Policies ( 3 of 3) 01:04

6.8 Principles and Basic Concepts 00:59

6.9 Principles and Basic Concepts 00:41

6.10 Principles and Basic Concepts 00:29

6.11 Principles and Basic Concepts 01:17

6.12 Process Activities, Methods and Techniques 00:26

6.13 Process Activities, Methods and Techniques 00:35

6.14 Process Activities, Methods and Techniques 00:35

6.15 Process Activities, Methods and Techniques 00:33

6.16 Process Activities, Methods and Techniques 00:28

6.17 Process Activities, Methods and Techniques 00:24

6.18 Process Activities, Methods and Techniques 00:30

6.19 Process Activities, Methods and Techniques 00:34

6.20 Process Activities, Methods and Techniques 00:36

6.21 Process Activities, Methods and Techniques 00:27

6.22 Practical Exercise 00:19

6.23 Request Fulfillment Inputs and Outputs 00:53

6.24 Request Fulfillment Inputs and Outputs 00:53

6.25 Request Fulfillment Interfaces with other lifecycle Stages 00:45

6.26 Request Fulfillment Interfaces with other lifecycle Stages 00:11

6.27 Request Fulfillment Information Management 00:37

6.28 Critical Success Factors (CSF's) and Key Performance Indicators(KPI's) 01:43

6.29 Critical Success Factors (CSF's) and Key Performance Indicators(KPI's) 00:59

6.30 Practical Exercise 00:18

6.31 Request Fulfillment- Challenges 00:58

6.32 Request Fulfillment - Risks 01:18

6.33 learning Unit Summary 01:04

6.34 Quiz

6.35 Scenario

Learning Unit 07 - Change Evaluation 29:49

7.1 Learning Unit 7 00:51

7.2 Purpose and Objectives of Change Evaluation 00:58

7.3 Scope of Change Evaluation 00:56

7.4 Change Evaluation - Value to Business 00:41

7.5 Change Evaluation Policies 00:49

7.6 Change Evaluation Principles 00:50

7.7 Change Evaluation Plan-Do-Check-Act (PDCA) 01:09

7.8 Change Evaluation- Terms (1 of 2) 01:14

7.9 Change Evaluation- Terms (2 of 2) 01:08

7.10 Change Evaluation- Process Flow 00:16

7.11 Evaluation Plan 01:05

7.12 Understanding the Intended effects of a change 01:20

7.13 Understanding the Unintended effects of a change 01:01

7.14 Factors for considering the effect of a service change 00:28

7.15 Evaluation of Predicted Service Performance 01:01

7.16 Evaluation of Actual Service Performance (1 of 2) 01:05

7.17 Evaluation of Actual Service Performance (2 of 2) 00:50

7.18 Risk Management 02:30

7.19 Risk Management - Deviations 00:54

7.20 Risk Management - Test Plans and Results 01:11

7.21 Change Evaluation Report 01:19

7.22 Change Evaluation Triggers, Inputs and Outputs 00:37

7.23 Change Evaluation Interfaces with other Lifecycle Stages 01:00

7.24 Change Evaluation Interfaces with other Lifecycle Stages 00:54

7.25 Change Evaluation Information Management 00:33

7.26 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's) 02:00

7.27 Change Evaluation: Challenges 01:14

7.28 Change Evaluation: Risks 00:50

7.29 Learning Unit Summary 01:05

7.30 Quiz

Learning Unit 08 - Knowledge Management 52:41

8.1 Learning Unit 8 01:03

8.2 Purpose and Objectives of Knowledge Management 01:27

8.3 Scope of Knowledge Management 00:47

8.4 Knowledge Management Value to Business 01:55

8.5 Knowledge Management Value to Business w.r.t Service Transition 01:08

8.6 Knowledge Management Value to Business w.r.t Service Transition 00:53

8.7 Knowledge Management Policies 00:51

8.8 The Data to Information to Knowledge to Wisdom structure 03:25

8.9 The Flow from Data to Wisdom 00:19

8.10 The Service Knowledge Management System (SKMS) 01:18

8.11 Examples of items that should be stored in an SKMS (1 of 2) 01:12

8.12 Examples of items that should be stored in an SKMS (2 of 2) 01:22

8.13 Examples of Data and Information in the SKMS 00:18

8.14 Effective Knowledge Management Strategy 01:45

8.15 Steps In Knowledge Identification, Capture and Maintenance 01:14

8.16 Techniques for Enabling Knowledge Transfer 05:39

8.17 Do You Remember?? Techniques for Knowledge Transfer (Quiz) 00:12

8.18 Managing Data, Information and Knowledge 01:25

8.19 Managing Data, Information and Knowledge 02:10

8.20 Managing Data, Information and Knowledge 01:11

8.21 An Architecture for Service Knowledge Management 05:37

8.22 Managing Data, Information and Knowledge 02:41

8.23 Managing Data, Information and Knowledge 00:48

8.24 Knowledge Management Process Triggers 00:43

8.25 Knowledge Management Process Inputs and Outputs 01:10

8.26 Knowledge Management Process Inputs and Outputs 01:04

8.27 Knowledge Management Process Inputs and Outputs 00:45

8.28 Knowledge Management Interfaces with Other Lifecycle stages 00:53

8.29 Important Aspects of Knowledge Management to Understand 00:26

8.30 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's) 02:04

8.31 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's) 01:03

8.32 Measuring benefit from Knowledge Transfer 01:43

8.33 Knowledge Management : Challenges 00:52

8.34 Knowledge Management : Risks 00:45

8.35 Relationship between CSI and Knowledge Management 00:36

8.36 Knowledge Management leads to better IT Decisions 00:20

8.37 Learning Unit Summary (1 of 2) 00:54

8.38 Learning Unit (2 of 2) 00:43

8.39 Quiz

Learning Unit 09 - RCV Roles and Responsibilities 39:27

9.1 Learning Unit 9 00:43

9.2 Service Owner Responsibilities (1 of 3) 01:04

9.3 Service Owner Responsibilities ( 2 of 3) 01:03

9.4 Service Owner Responsibilities ( 3 of 3) 00:32

9.5 Examples of Processes that Support or Enable Services (1 of 2) 01:08

9.6 Examples of Processes that Support or Enable Services (2 of 2) 01:10

9.7 Generic Process Owner Responsibilities (1of 2) 00:56

9.8 Generic Process Owner Responsibilities (2 of 2) 01:07

9.9 Process Manager - Responsibilities 01:13

9.10 Process Practitioner - Responsibilities 00:55

9.11 Key Roles Functions Related to Transition Planning and Support 01:07

9.12 Key Roles Functions Related to Transition Planning and Support 01:06

9.13 Key Roles Functions Related to Transition Planning and Support 00:53

9.14 Key Roles Functions Related to Change Management 00:49

9.15 Key Roles Functions Related to Change Management 00:37

9.16 Key Roles Functions Related to Change Management 00:37

9.17 Key Roles Functions Related to Change Management 00:59

9.18 Key Roles Functions Related to Change Management 00:36

9.19 Key Roles Functions Related to Change Management 00:55

9.20 Key Roles Functions Related to Change Management 00:50

9.21 Key Roles Functions Related to Service Asset and Configuration Mgmt. 00:41

9.22 Key Roles Functions Related to Service Asset and Configuration Mgmt. 01:01

9.23 Key Roles Functions Related to Service Asset and Configuration Mgmt. 00:44

9.24 Key Roles Functions Related to Service Asset and Configuration Mgmt. 00:55

9.25 Key Roles Functions Related to Release and Deployment Management 00:45

9.26 Key Roles Functions Related to Release and Deployment Management 01:11

9.27 Key Roles Functions Related to Release and Deployment Management 00:50

9.28 Key Roles Functions Related to Release and Deployment Management 01:02

9.29 Key Roles Functions Related to Release and Deployment Management 00:51

9.30 Key Roles Functions Related to Release and Deployment Management 00:50

9.31 Key Roles Functions Related to Service Validation and Testing 00:47

9.32 Key Roles Functions Related to Service Validation and Testing 01:06

9.33 Key Roles Functions Related to Service Validation and Testing 00:36

9.34 Key Roles Functions Related to Service Validation and Testing 01:08

9.35 Key Roles Functions Related to Request Fulfillment 00:41

9.36 Key Roles Functions Related to Request Fulfillment 00:49

9.37 Key Roles Functions Related to Request Fulfillment 00:44

9.38 Key Roles Functions Related to Request Fulfillment 00:52

9.39 Key Roles Functions Related to Change Evaluation 00:39

9.40 Key Roles Functions Related to Change Evaluation 00:38

9.41 Key Roles Functions Related to Change Evaluation 00:38

9.42 Key Roles Functions Related to Knowledge Management 00:30

9.43 Key Roles Functions Related to Change Evaluation 00:52

9.44 Key Roles Functions Related to Knowledge Management 00:43

9.45 Key Roles Functions Related to Knowledge Management 00:31

9.46 Learning Unit Summary 01:03

9.47 Quiz

9.48 Scenario

Learning Unit 10 - Technology and Implementation Considerations 1:01:15

10.1 Technology and implementation considerations 01:05

10.2 List of Generic requirements for integrated ITSM Technology 00:37

10.3 List of Generic requirements for integrated ITSM Technology 01:04

10.4 List of Generic requirements for integrated ITSM Technology 01:21

10.5 List of Generic requirements for integrated ITSM Technology 00:58

10.6 List of Generic requirements for integrated ITSM Technology 01:25

10.7 Benefits of Technology and Tools for Process Implementation 01:15

10.8 Defining Tool Requirements (1 of 2) 01:39

10.9 Defining Tool Requirements (2 of 2) 01:12

10.10 Evaluating Technology and Tools for Process Implementation 05:45

10.11 The Fulfilment of the Tools Requirements 01:25

10.12 Service Management Tool Evaluation Process 01:03

10.13 Evaluation Criteria 01:22

10.14 Managing Change In Service Operation 00:28

10.15 Change Triggers in Service Operations 01:25

10.16 Change Assessment and Measurement of Successful Change 01:32

10.17 Service Operation and Project Management 01:21

10.18 Assessing and Managing Risk in Service Operation 01:24

10.19 Operational staff in Service Design and Transition 01:44

10.20 Challenges Relating to Implementing ST practices and processes 01:20

10.21 Challenges Relating to Implementing ST practices and processes 01:06

10.22 Challenges Relating to Implementing ST practices and processes 01:19

10.23 CSF Relating to Implementing ST practices and processes 03:19

10.24 Risks Relating to Implementing ST practices and processes 01:38

10.25 Planning and Implementing Service Management Technologies 00:28

10.26 Planning and Implementing Service Management Technologies 05:21